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Follow on Google News | ![]() Transparency of Customer Support Service Made Faster & More Accessible By Emenac Call Center ServicRecently supervisors at Emenac Call Center Services, conducted a progressive training session for their agents. This latest training session addresses the importance of transparency of customer support and how best to attain it for superior service
This training session has empowered front line agents to be of maximum assistance rather than making customer move to and fro between departments. Keeping with the analysis of customer surveys conducted by the company in the form of mystery shopping, it was apparent that a better customer care approach was needed to handle incoming inquiries with utter attention and crystal clear message receiving and delivering. After the initial successful testing of this enhanced customer support policy, it was implicated in the customer support provision protocols of the call center. The scribe had a detailed conversation with the official spokesperson of the Emenac Call Center Services, a pragmatic & charismatic young Deborah Rob. She explained in depth the need for such a training session and how it's an improvement in customer support delivery protocols: "Today's world is fast. People simply do not have time to hold on while a customer care agent sort through their problems and locate the agent with the particular skill required for problem resolution. This issue has been featured in many a customer support horror stories. Aside from long queue time, another complain that is most commonly arisen is vague instructions from an agent on how to solve a technical issue. Our mystery calling and live monitoring analysis showed that we need a more transparent and faster approach. So, the supervisors and business developer teams at Emenac Call Center Services came together to arrange a training-seminar- https://www.ecallcenterservices.com/ We discussed at length on the merits of giving more authority to the first call agent. Statics proved that customers expect clear and precise information from the agent that picks up their call." She gave us more details on the seminar itself saying: "There were some fun exercises and games for agents to practice their team working and support delivery skills. This training also gave voice to many agents' concerns and best approach they can use when in a tough situation. Overall, I should say this seminar not only coached agents on flawless service provision but also boosted team morale. We have received great response for our efforts, on both agents' and customer's end." End
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